Garnet Hill

Ordered towels, wash rags, hand towels and rugs all in "sailor blue" The large rug came in and didn't match any of the other "sailor blue" items. I emailed them on the problem 3x and it took 1-week from each email to get a response that didn't bother to read my problem. WHen I finally gave up trying to get the problem corrected they charged me another $8.95 to send back the errant item. DO NOT USE GARNET HILL NO MATTER WHAT THEY'RE OFFERING! Garbage Company..

I placed two orders on April 10th, 2023. I received the two orders on April 17th. I needed to return one of the orders for an exchange of a smaller size, so I shipped the return on April 18th. On the 19th, the USPS tracking showed it went from CA to MA with 25 stops in just 6 hours. Then the tracking stopped showing for numerous day afterwards. After a week, I put in a USPS service request. Apparently Garnet Hill gave out the same return tracking number to at least 3 people who had returns going with USPS. The service request then was able to narrow down my shipment and verify it was put in Garnet Hills PO Box on Thursday, April 27th. Today, May 3rd, and every conversation with Garnet Hill customer service is a very unpleasant one. They are annoyed that I am calling to ask if it was logged in a received yet. They want me to trust that I will receive an email and not call them back. When I assured her I wanted to check each day because I don't feel their process is one I can count on, she gets angry. Sorry, but I am the one who is and should be angry. These two orders were my first ones and guaranteed to be my last one. Very unpleasant process!

I purchased and returned two bathing suits, but received a refund for only one. Customer Service offered no help. The implication was that I was asking for money I did not deserve.

I have always loved Garnet Hill, and have bought numerous items over the years. For Mothers Day- I asked that my children buy me a pair of shoes. When the shoes arrived- I did not really like them, so I returned them. I called Garnet Hill, I was instructed to fill out the paperwork and put it in the box along w/ the shoes so that I could exhange the shoes for 2 shirts. Which I did- 30 days went by, so I called Garnet Hill, the wait times are now very long, the customer service is pretty bad. After wasting hours on the phone, phone calls being dropped, being place on hold and the agent never coming back on the phone, I finally got a supervisor- who apologized. The issue became my children used a coupon for the purchase, and I received another coupon for the order when it came, so I tried to use the coupon for my replacement shirts. This business acted like this situation has never occurred before, hence the time it took to resolve this issue. The supervisor told me they would do an even exchange and send me the shirts. Even though the shoes were more money than the 2 shirts. But I was beaten down and just wanted my clothing. That was 2 weeks ago, I asked the supervisor to send me the shirts express, he did not seem to feel hours on the phone and the mistake on the part of his company warranted such a gesture. So today I called the customer service number, I was on hold for 1 hour, nobody ever picked up. I called the number on the catalogue, I guess that is the number to call. Somebody did pick up and informed me the items were never sent and that I should call back on Monday. I think I am down buying anything else from Garnet Hill, how do they thing they are going to stay in business w/ such horrific customer service?

I ordered percale sheets I can't stand sateen. I usually buy my sheets from the Company Store. Their percale are percale, not sateen. I hate these sheets. Will never buy anything from Garnet Hill

Charged $117 for a skirt. Refunded $97.
$20 it costs me for an item that was not sized correctly- which I no longer own! This is crazy.

For a birthday recipient on December 10, ordered on 12/2. Today is 12/12 and the gift is still not there.

I placed an order on November 7th and have waited patiently for the order to arrive only to get an email today, December 8th, that caused me to scratch my head. The email reads "Thank you for your recent order. We are sorry that you needed to return the item. The following credit has been applied to your order. If the credit is for a returned item, it is detailed below. If you have ordered exchange items, these will be shipped as soon as they are available. Please allow 3-5 business days for your credit card company to process your credit."

I immediately called them to find out what the heck this email was about since I'd never even received the item, much less wanted to return it. The woman I spoke with tells me that the order was basically canceled because they didn't have a street name for the shipping address. This baffles me since I created an account through their website, where my street address is clearly listed, and if by chance I didn't put the name of my street in the address field (possible I guess), why would it take one month to hear anything from the company?

Well, after speaking with a completely clueless supervisor, I find out that my order was shipped out (despite not having a street name?) and then returned to sender because... yep, no street name. So what does the company do? They take my order and basically sell it to someone else. By the time I get an email about how sorry they are that I "needed to return the item," and subsequently call to find out what's going on, they are sold out of the item and I'm SOL. Awesome. Good job guys. I don't feel like I can shop at a place that I can't trust to do right by their customers. They had all of my info through my account, they had an email address... c'mon guys!